Service Desk Coordinator

Role overview

Responsibilities

• Coordinate daily Service Desk operations and end-user computing support, including L1 and L2 technical support.
• Triage, prioritize and resolve incidents and requests within agreed service levels; coordinate escalations for complex or high-priority incidents.
• Manage workloads and rosters, maintaining coverage during core business hours, Sitting Weeks and on-call periods.
• Develop service documentation, knowledge articles, service descriptions and support resources.
• Analyze service metrics, report trends and identify opportunities to improve service delivery and client experience.
• Coach and develop staff, proactively identify client-impacting issues, and communicate during service disruptions.

Candidate requirements

• Demonstrated experience coordinating or supervising an ICT service delivery team in a busy, customer-focused environment.
• Strong desktop, mobile and application support capability, including L1 and L2 experience.
• Ability to lead teams, manage competing priorities and maintain service quality under pressure.
• Sound understanding of Incident Management, Request Fulfilment and Knowledge Management.
• Excellent communication and stakeholder engagement skills, including explaining technical concepts clearly.
• Relevant ICT qualification or equivalent experience.
• ITIL v4 Foundation and Microsoft, ServiceNow or similar industry certifications are highly regarded.

What the employer offers

• The employer describes opportunities to collaborate across disciplines, contribute to projects, and build a career supported by leadership, mentoring and wellbeing initiatives.

Application

• Submit a resume and a suitability statement of no more than two pages through the SmartJobs website.